Subject Line Best Practices:

Your subject line is the first thing support sees – make it count!

✅ GOOD Examples:

• “Website contact form not sending emails”
• “Unable to log in – password reset not working”
• “404 error on product page /shop/item-123”
• “Request: Add new user account for john@company.com“

❌ BAD Examples:

• “URGENT HELP!!!”
• “Problem”
• “Question about website”
• “It’s not working”

Key principles:

• Be specific about what’s broken or what you need
• Include the affected feature/page/function
• Keep it under 10 words when possible
• Don’t use ALL CAPS unless it’s truly critical

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Ticket Body Guidelines:

A well-written ticket gets resolved faster. Include these elements:

1. Clear Description of the Issue Start with a concise summary of what’s wrong or what you need.

• Example: “The contact form on our homepage is not delivering emails to our inbox. When users submit the form, they see a success message, but we never receive the inquiry.”

2. When Did It Start?

• Is this a new problem or ongoing?
• Did it work before? When did you last see it working?
• Example: “This started yesterday around 3 PM. It was working fine in the morning.”

3. Steps to Reproduce (for bugs) Help us see what you’re seeing:

1. Go to [specific page/URL]
2. Click on [specific button]
3. Fill in [specific fields]
4. Error appears

4. What You Expected vs. What Happened

• Expected: “Form should send email to support@woop.design“
• Actually: “Form shows success but no email arrives”

5. Environment Details

• Browser: Chrome 120 on Windows 11
• Device: Desktop / Mobile / Tablet
• URL where issue occurs
• Your user role/account type

6. Visual Evidence

• Screenshots of the error
• Screen recording of the problem (use Loom, ScreenPal, etc.)
• Error messages (copy the full text)
• Console errors (if technical)

7. Impact and Urgency

• Who is affected? (just you, all users, customers?)
• Business impact: “Customers cannot contact us”
• Workaround: “We’re manually checking the form database”

8. What You’ve Already Tried

• Refreshed the page
• Tried different browser
• Cleared cache and cookies
• Checked spam folder

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Complete Example Ticket:

Subject: Contact form on homepage not sending email notifications

Body: Hi Support Team,

Our contact form at https://woop.design/contact is not sending email notifications to our support inbox (support@woop.design).

What’s happening:

• Visitors fill out the form and click Submit
• They see a “Thank you, we’ll be in touch” success message
• We never receive the email notification
• The submission DOES appear in the Support Candy ticket system

When it started: Yesterday (January 21) around 3:00 PM. It was working fine in the morning – we received 3 inquiries before noon.

Impact: We’re missing customer inquiries and they think we’re ignoring them. This is affecting approximately 10-15 potential customers per day.

What I’ve checked:

• Spam/junk folders – nothing there
• Email server settings in WordPress – look correct
• Other email notifications (password resets) – working fine
• The issue happens from any browser/device

Screenshots: [Attached: form-success-message.png, ticket-in-system.png]

Please help us resolve this as soon as possible.

Thanks, John